Customer Support Manager

Job not on LinkedIn

🕒 Yesterday

🇿🇦 South Africa – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 18%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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The Faculty

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2003

💼 Consulting

📚 Education

🏢 Enterprise

Consulting • Education • Enterprise

The Faculty is a company that specializes in providing comprehensive learning and development programs for procurement and supply chain professionals. They offer the Roundtable Program, a year-long, always-on educational initiative designed to enhance skills and leadership capabilities in this field. The program focuses on high-performance and transformative skills by integrating AI-driven content and sustainability topics, facilitating a learning environment that adapts to the evolving needs of the industry. This program is accessible anytime, from anywhere, supporting organizations in developing their teams with essential skills in procurement, supply chain management, and other associated disciplines. The Faculty is dedicated to empowering professionals with the knowledge and networks required to excel in their careers.

📋 Description

• Lead the day-to-day operations of the Tier 1 and Tier 2 Customer Support teams • Ensure responsive, consistent and high-quality customer support within agreed SLAs • Monitor ticket volumes, queues, backlogs, ageing, response times and resolution times • Manage team performance against KPIs, SLAs and quality standards • Oversee escalations between Tier 1, Tier 2 and technical/business teams • Manage workforce capacity, scheduling and resource allocation to meet customer demand • Coach, develop and performance-manage team members • Identify recurring issues and drive continuous improvement across support processes • Analyse operational data and provide clear performance reporting to stakeholders • Support the growth and scaling of the support operation as volumes and operating hours evolve

🎯 Requirements

• Proven experience managing a Customer Support or Technical Support team, ideally across Tier 1 and Tier 2 • Strong experience in a KPI and SLA-driven environment • Excellent understanding of ticket management, queues, backlogs, escalations and service performance • Strong workforce planning and capacity-management skills • Ability to analyse support data and turn insights into practical improvements • Experience coaching and developing high-performing teams • Strong stakeholder and client management skills • Excellent written and verbal English communication • Strong problem-solving, decision-making and organisational skills • Comfortable managing and leading a fully virtual/remote team • Experience in technology, hardware/software support, education or EdTech would be advantageous

🏖️ Benefits

• Fully virtual/remote work arrangement • Opportunity to lead and develop a dedicated virtual Customer Support team